What the panel said, written down.
Essays and session recaps from people who own part of a customer relationship right now. Each one follows one of the five threads we keep coming back to.
- The broken handoffOct 19
Post-Sales Ownership Needs Authority, Not Just a Reporting Line
A panel on post-sales ownership argued the role matters less for where it sits than for what authority it carries. Here is what that mandate actually needs to include.
- The broken handoffOct 16
Who Owns the Post-Sales Customer Journey, and Why It Matters
A recap of the panel debate on where post-sales ownership should sit, what authority it needs, and how early activation data should shape the role.
- The broken handoffOct 12
What to automate in customer onboarding, and what needs a person
A panel of customer success leaders lay out a simple test for deciding what to automate in a handoff and what always needs a human, and why none of it works without clean data first.
- Process before scaleOct 9
The sales to customer success handoff at every company size
A five-person startup and an enterprise fail at handoffs for opposite reasons. The panel behind Session 3 explains why the mechanism must change while the underlying discipline never does.
- The broken handoffOct 7
Fix the Sales-to-CS Handoff With One Shared Goal
A panel proposes replacing department-owned handoff steps with a single time-to-value goal that sales, onboarding and CS all answer to together.
- The broken handoffOct 5
Two meetings, not one: fixing the sales-to-CS handoff
A recap of the panel on what actually belongs in the sales-to-post-sales handoff, why customers repeating themselves drives churn, and how handoff discipline has to change as a company grows.
- The broken handoffOct 2
The Readiness Check Most Handoffs Skip Before Moving On
Teams check whether logistics are ready to move a customer forward, but rarely check whether the customer is ready to absorb the change. Here's why that gap costs more than it looks like.
- Process before scaleSep 30
Before You Fix the Handoff, Get Leadership to Agree It's Broken
A practical way to win executive alignment for a handoff fix: build one true story around one customer, not a slide deck of ideal-state process.
- The broken handoffSep 28
Community, Advocacy and Education Repeat the Handoff Problem
Sales-to-CS handoffs get most of the attention, but community, advocacy and education teams run their own onboarding too, and each one asks the customer the same questions again.
- The broken handoffSep 25
Session 4 recap: why handoffs break everywhere, not just once
A recap of the panel on why customer context gets lost across sales, onboarding, CS and support, why AI won't fix a broken process on its own, and where to start instead.
- AI as a tool · Jamie McDermottSep 17
Where AI actually helps a CS team, and where it's just more noise
AI can tell you an account is active. It cannot tell you whether anything real happened on the call. That difference matters more than most pitch decks admit.
- ICP discipline · Jamie McDermottSep 17
The ICP mistake that shows up as churn, not as a lost deal
A bad-fit account and a good one look almost the same on close day. The difference shows up six months later, and by then everyone blames the wrong team.
- Metrics that actually matter · Jamie McDermottSep 8
Five signals a customer is already leaving
Churn rarely arrives as a surprise. These five signals show up months before the renewal call, and most health scores miss at least three of them.
- Process before scale · Kristine KukichAug 18
Session 2 recap: Bridging the Execution Gap
Why customers end up repeating themselves to every team after the sale, and what the panel would change first.
- The broken handoff · Kristine KukichJul 28
Session 1 recap: Re-engineering the Handoff
Six practitioners on what companies get wrong in the moment after a deal closes, and the first step each of them would take on Monday.
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